Pathetic Customer Service and Contract Service

I have a cellphone contract for 6 months. this is the second time the cellphone is not accessible where is request a password. I dont have a password on my phone. the same thing happen in September 2023 where i had to pay R300 for a courier of the choice of intellicell and waited 30 days for the phone to return. Yesterday 02/02/2024 when i phone the call centre 16H30 i was told to phone monday morning because their are close. On the website trading hours friday is 17h00, Today i phoned sibongile was telling me that the trading hours dependt and there is nothing that can be done i just need to pay again the 300 for the phone to be collected. Within 6 months, same problem another R300. I will take this to the consumer board because this is costing me money for a phone that i did not put a password or pincode on